Publicity

Rather than seeing negative feedback as a threat, we embrace it and see it as a great opportunity to get in touch personally and show our passengers - and the world - that we care, and get inspired to fix things. In fact, providing excellent customer service is precondition to anything else we do on social media ...

Short interview for a news item on German television about the Berlin edition of Social Media Week 2014. Berlin was the first of three cities I visited during the week to speak about KLM's strategy on social media servicing ...